Desktop Support Manager

Switchboard•Linthicum, MD

1d•Onsite

About The Position

Switchboard is seeking a Desktop Support Manager on behalf of our client, Open Technology Solutions (OTS). This is a hands-on leadership role for a technically strong IT professional who's equally comfortable coaching a team as they are troubleshooting an escalation. If you thrive in a fast-paced environment, take pride in delivering an exceptional end-user experience, and know how to build and run a high-performing desktop support operation, this one's worth a close look. This role is 100% on-site and serves as both the technical and personnel escalation point for OTS's End User Computing team — supporting credit union and CUSO partners across a collaborative, multi-disciplined IT organization. About Open Technology Solutions Open Technology Solutions (OTS) is a CUSO (Credit Union Service Organization) providing shared technology services to credit union partners. Built on a cooperative model, OTS delivers enterprise-grade IT infrastructure, support, and innovation to its partner organizations — allowing them to compete at a higher level while keeping costs in check. OTS operates with the values of a credit union at its core: member-focused, collaborative, and committed to long-term relationships over short-term wins.

Requirements

2+ years of recent leadership experience managing a team with engineering responsibilities in end user computing
Strong communication skills — written, verbal, and the ability to translate technical concepts for non-technical audiences
Customer-first orientation with a track record of delivering positive end-user experiences
Analytical and problem-solving mindset with keen attention to detail
Ability to prioritize and execute in a high-pressure, high-tempo environment
Comfortable with 24x7x365 support requirements including occasional after-hours and weekend availability
Ability to travel approximately 10% of the time
Bachelor's degree in Information Systems, Computer Science, or related field, or equivalent work experience
Comprehensive understanding of PC hardware, software, directory services, printing, and applications
Experience with wireless device management, software distribution systems, and antivirus management consoles
Working knowledge of Mac operating systems and integrated applications
Knowledge of local area network administration
Experience working in an ITIL or formal service management environment

Responsibilities

Lead, coach, and mentor the on-site End User Computing team, including Desktop Support Technicians
Establish regular team meetings and individual one-on-ones; contribute to performance and development plans
Keep senior management informed of business escalations, issues, and concerns
Actively monitor team performance, service levels, and daily operations to ensure timely resolutions and drive excellent customer experiences
Manage and dispatch work requests through the internal ticketing system
Serve as the technical and personnel escalation point for end user incidents and requests
Deploy and maintain end user computing devices including desktops, laptops, mobile devices, phones, tablets, printers, and scanners
Oversee enterprise asset management and maintenance of end user hardware
Participate in the creation, implementation, and enforcement of processes, policies, and procedures aligned with company goals
Support Security Incident Response and Disaster Recovery activities
Create reports for leadership and business stakeholders as needed